Senior Analyst, Customer Contact Management (Hybrid O2C)

Sanofi; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Flexible home office policy

Buddy for onboarding

Career development

Cafeteria benefits

Job summary

Sanofi in Kuala Lumpur is seeking a Customer Contact Management Senior Analyst for the KL Hub to oversee Order-to-Cash case management and customer inquiries. You will register cases in Salesforce, drive First Contact Resolution, coordinate with Supply Chain, Finance and distributors, and support continuous improvement to optimize cash flow and customer satisfaction.

The role requires strong English and Chinese literacy, SAP/S4HANA and Salesforce experience, and a customer-centric mindset in an

Qualifications

• At least 5 years of experience in Customer Contact and claims management, preferably in Pharma.
• Strong problem solving, analytical and communication skills.
• Experience in a Shared Services environment is a plus.

Responsibilities

• Manage customer inquiries, requests, claims, returns and disputes from receipt to resolution, within SLAs.
• Register and classify cases in Salesforce, driving First Contact Resolution where feasible.
• Coordinate with Supply Chain, Commercial, Quality and Finance to facilitate timely case resolution.

Skills

English proficiency

Chinese literacy

Tools

Salesforce

SAP/S4HANA

Microsoft Excel

Job description

Sanofi in Kuala Lumpur is seeking a Customer Contact Management Senior Analyst for the KL Hub to oversee Order-to-Cash case management and customer inquiries. You will register cases in Salesforce, drive First Contact Resolution, coordinate with Supply Chain, Finance and distributors, and support continuous improvement to optimize cash flow and customer satisfaction.

The role requires strong English and Chinese literacy, SAP/S4HANA and Salesforce experience, and a customer-centric mindset in an